Agent Workspace conversation line breaks/color coded replies


  • Official comment
    Amisha Sharma
    Zendesk Product Manager

    Hello Syd & Monica,

    Thanks for providing feedback. As we work on redesigning the reading and writing experience, your feedback is very valuable. I'm looking to meet with you 1:1 or in a group to get feedback on the new designs.

    Please do not post your personal information when responding to this request, but please let us know if you're open to meeting 1:1 or in a group setting to provide feedback on a few new designs. Thanks! Once we hear back from you, we'll coordinate time with you and send a calendar invite for a 30-minute session. 

  • Amisha Sharma
    Zendesk Product Manager

    Hi Everyone,

    Thank you all so much for taking the time to share the feedback with us in regards to the way we display the messages in the conversation log. We are actively listening and have our eyes on this post. Our team would like to investigate this feature request further to find the best way to address your needs. On September 14th, at 11:00 am CST, the Agent Workspace team will be hosting a closed feedback discussion that will focus on Conversation Log navigation improvements, including, searching, sorting, color difference in replies and how the latest message is displayed. Join us as we have members from the Agent Workspace team on hand to hear more about your pain points and use cases! RSVPs will be limited so be sure to sign up as soon as possible!

    If you're interested, you can RSVP here:

    We would love to chat with you and find the best solution. Thanks!

  • Monica

    Dividing lines would be a big improvement for us as well.

  • Grant Schuemann

    Posting to see if there has been an update on this request?  We are in the process of migrating to Agent Workspace and this has come up consistently as a pain point in feedback we've received so far.  A large percentage of our tickets will be active for 3-6 months or longer and gather many comments/replies in that span, so being able to differentiate between replies is key for us.

  • Tom Rees

    Grant Schuemann 

    I found that for people struggling, uploading the company logo as a profile picture to their zendesk profile helped differentiate between end-user and agent messages.

  • James

    Is there any news on this? It's now the end of November and there is still no basic divider or other changes in the Agent Workspace to separate out customer from agent replies. Can't we have the agent reply with a different background to the customer, or some other divider between messages to at least be able to see, at a glance, where each comment ends?



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